Call Center Representative; Cleveland

Location

Hybrid – 6 days per month | Cleveland, OH – Must live within 50 miles | Relocation assistance not provided. Fully remote following training; onsite twice a week first 12 weeks.

Customer Advocacy Specialist serves as primary point of contact for customer inquiries and requests, handling exceptionsations, and technical issues while minimizing regulatory risk.

• Point of contact for customer inquiries and requests.
• Effective decision making based on comprehensive case analysis.
• Develop and maintain working knowledge of systems needed to develop expert knowledge of all products, software applications, and processes.
• Demonstrate valuable interpersonal skills.
• Handle exceptions, escalations, and technical issues while complying with the New York Life philosophy, regulatory risk, and mitigating cost.
• Contribute ideas to improve the customer experience.

• Hunger for continued learning.
• Problem‑solver.
• Strong written and verbal communication skills required.
• Good computer skills and ability to multi‑talk.
• Associate or bachelor’s degree preferred, or equivalent years of related experience.
• Series 6 FINRA licensing preferred.

• Paid training of 8‑10 weeks.
• Financial and non‑financial processing.
• Training on insurance industry.
• Product and policy provision.
• Tethered calls with mentors and coaches for first week out of training.
• Continuous coaching and feedback to identify areas of improvement.
• Monthly meetings with manager focusing on career development.

Full‑time Monday through Friday; 7.5 hour shift 8:30 am – 6:15 pm.

Competitive base salary $30,000–$45,000, overtime eligible, discretionary bonus. Full benefit package includes leave programs, adoption assistance, student loan repayment, and more.

New York Life is committed to creating an inclusive workplace where every employee feels valued and supported.